Director of IT Operations & Support
Chicago, IL (Hybrid)

We’re working with a high-growth, mission-driven organization focused on delivering technology-enabled services at scale. They’ve built a strong foundation and are now looking to bring in a leader to elevate their IT support and operations function as they continue to grow.

The Role

This is a hands-on leadership role overseeing Service Desk, IT support, and product-facing support functions. You’ll own the full lifecycle of support operations, including strategy, execution, team leadership, and process maturity.

The focus is on:

• Driving operational excellence across IT support and end-user experience

• Minimizing downtime and improving system reliability

• Scaling processes and infrastructure to support continued growth

• Leading and developing a high-performing support organization

You’ll work cross-functionally with product, engineering, security, and infrastructure teams to ensure alignment between support and the broader technology ecosystem.

What You’ll Be Doing

• Lead and evolve IT and support operations across the organization

• Own incident management, escalation, and post-incident improvements

• Build scalable processes across service management and support delivery

• Partner with internal teams to resolve issues and improve system performance

• Implement data-driven insights to improve uptime and service quality

• Drive automation, self-service, and process optimization initiatives

• Manage team structure, staffing, and performance

What We’re Looking For

• Proven leadership experience in IT support / operations within a high-growth environment

• Strong background in IT service management (ITIL or similar)

• Experience driving operational improvements and scaling support functions

• Ability to lead cross-functional initiatives and influence stakeholders

• Strong technical understanding across modern infrastructure and cloud environments

• Experience with enterprise support tools, observability platforms, and automation

Positioning

This is a true IT operations leadership role with visibility and impact across the organization. Ideal for someone who wants to step into a role where they can build, scale, and lead from the front.